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Article ID: CTX126207
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Updated On:
Description
This article provides step-by-step guidance on recovering citrix.com My Account login credentials, resetting passwords, and addressing common login-related issues
This article does not apply to Workspace login or end-user company specific cloud platform login (e.g., companyname.(cloud)com)
Instructions
| Symptom | Solution |
| How can I locate my Login ID/Username? | 1. Go to the My Account home page.
2. Select Forgot your username.
3. Enter the email associated with your Citrix account, check the reCAPTCHA box, and click Submit.
4. You will receive an email with your Login ID/Username only if you have a registered Citrix account. If no account exists, no email will be sent. |
| How can I reset my password if I know my Login ID/Username? | 1. Go to the My Account home page.
2. Select Forgot password.
3. Enter your Login ID/Username, check the reCAPTCHA box, and click Continue.
4. If valid, youâll receive an email with your username and a password reset link. If no account exists, no email will be sent.
5. Click Set a New Password, create a strong password, and click Continue.
6. Sign in with the new password. |
| What are the minimum password requirements for My Account? | Your password must be at least 8 characters long and include:
- At least one capital letter
- At least one symbol (!*@?%$)
- At least one number |
| I don't receive the password reset link or the link I received is expired. | - The password reset link is valid for 90 minutes only; request a new one if expired.
- Check your spam/junk folder and whitelist customerservice@citrix.com and donotreplynotifications@citrix.com.
- Verify with your account Admin that you are a listed contact.
- Contact Citrix Customer Service via Live Chat. |
| I am facing other Login issues. | Refer to Troubleshooting login issues on Citrix websites. |
| My issue is related to Authenticator/MFA. | Refer to Citrix Multifactor Authentication Troubleshooting. |
| My issue is related to Citrix Workspace App. | - Refer to Citrix Workspace App Assistance for Non-Admins.
- If you are an Admin with a current Citrix.com My Account with active entitlement, contact Customer Service via Live Chat.
- If you are an End User (Non-Admin), contact your Companyâs internal IT Department. |
| Exception for China users. | These steps apply to all Geos/Countries except China. |
Issue/Introduction
This article shows how to use the Reset Password option on the My Account Sign In page to assist in retrieving a contactâs sign in information, including sign in ID and password.
